Software Application Support Engineer - Retail Engineering

Summary
At Apple, we don't just build products - we revolutionize entire industries. Our innovation is driven by the diverse ideas and people that form the foundation of everything we do, from ground breaking technology to our environmental leadership. As part of our Retail Applications IT Support team, you will play a crucial role in detecting and resolving issues that impact our global retail environment. If you're passionate about solving complex business problems through technology and collaboration, this may be the perfect opportunity for you.



Description
In this role, you will collaborate closely with engineers from various technical backgrounds to resolve issues across Apple's retail applications. As a hands-on, proactive problem solver, you will challenge the status quo, continuously learn, and strive for excellence in every aspect of your work. The ideal candidate will be skilled at diagnosing and resolving critical incidents while partnering with engineering teams to enhance product delivery and customer support.

Apple is looking for an individual that takes pride in crafting solutions to enhance product delivery and customer support. This engineer needs to work closely with cross-functional teams to identify issues and partner with the engineering teams to accurately get them addressed. Critical thinking, documenting, and communicating within the team and multi-functionally is critical to the success of the role. Their role will include:

Handling and debugging incidents reported by an international user base, prioritizing based on impact, and ensuring timely resolution.

Managing and leading a global team of consultants across the US, India, Singapore and the UK to ensure effective execution of the support functions.

Leading and contributing to the development of functional requirements, technical specifications, and support documentation for automation and process improvements.

Conducting root cause analysis, logging defects, and collaborating with engineering & leadership teams to prioritize fixes.

Assisting with the support strategy for new product and feature launches.

Collaborating on cross-functional process enhancements to improve efficiency and service quality.

Participating in an on-call rotation to support applications and services, which may include non-standard hours and weekend coverage

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